Deep in scheming! The reporter investigated the refusal of the online car appointment, and the driver induced the passenger to cancel the order

　　　　　　 CCTV News:Nowadays, it is becoming more and more common to travel through online car-hailing, but there are some hidden hidden operations, which "add a little bit of congestion" to travel. A reporter recently found in Beijing that Didi Express has "rejected orders, refused orders" and "induced passengers to cancel orders". Sometimes, passengers not only have difficulty completing the trip smoothly, but also inadvertently lower their credit rating on the Didi platform, which affects future online car-hailing trips.

　　　　　　 Drivers who take orders and refuse to take them may be related to the Didi Express reward model. According to several Didi Express drivers, the model of Didi Express rewarding drivers has changed in recent years. At present, Didi Express drivers need to follow the driver-side application prompts and receive a certain number of singular numbers in different reward models to get bonuses.

　　　　　　 Didi Express customer service introduced that how many orders have to be completed in a day, how much is the reward, such as how many orders are completed from what time to what time, how much is the reward, and there is that kind of reward. The driver-side display is the main one every day, and it is also possible that there may be several rewards a day.

　　　　　　 In the current mode of Didi Express assigning orders, some drivers will selectively cancel orders in order to earn bonuses for the number of orders they receive, while passengers will spend more time and energy to complete online car-hailing trips, and even inadvertently lower their credit score on this platform.

　　　　　　 Didi Express driver: "Many people are like this, because in order to get a reward of 100 yuan, he pulled this order a little farther, forty or fifty, and may not be able to get the reward because of this order."

　　　　　　 Who cancels or "demotes" the driver to induce "Youdao"

　　　　　　 During the reporter’s investigation, it was learned from a number of Didi Express drivers and customer service that as a constraint on express drivers by the platform, the driver voluntarily canceled the order, which may be regarded as a violation. During the investigation, many express drivers said that they would be fined 10 yuan per order and deducted corresponding service points.

　　　　　　 In order to further avoid the financial penalties and deductions of service points that may be caused after the passenger complains about the active cancellation of the order, many express drivers said that they will find some reasons to excuse themselves, and some drivers will ask the passenger to cancel the order, claiming that the cancellation of the order by the passenger has no impact on themselves.

　　　　　　 The truth is as the driver said, does it have no impact on the passengers? However, the reporter got the opposite answer from several other Didi Express drivers and customer service. According to the Didi Express driver, the current platform implements two-way constraints on drivers and passengers, and passengers take the initiative to cancel orders, which may also reduce credit value. At present, after the Didi Chuxing APP completes the express order, passengers and drivers have two-way evaluations. The customer service introduced that both drivers and passengers implement a 5-point credit score rule. Some express drivers said that after receiving the order, they found that the passenger’s credit score was lower than 4 points, and the rejection rate would be greatly improved.

　　　　　　 Complain to the platform, but do not inform the result of the complaint?

　　　　　　 Legal experts said that filing a complaint with the platform is the cheapest and most efficient measure for passengers to protect their rights. According to the customer service of Didi Express, express drivers who are found to have violated the rules after verification will usually be dealt with in three ways: warning, financial punishment and ban punishment according to the severity of the situation. But the final processing result will not be fed back to passengers.

　　　　　　 Liu Junhai, a professor at Renmin University of China Law School, introduced that Article 8 of the Consumer Rights Protection Law of our country stipulates that consumers have the right to know the real situation of their use of goods or services. In order to protect consumers’ right to know, Article 20, paragraph 2, also specifically stipulates the information disclosure obligations of business operators.

　　　　　　 Professor Liu Junhai believes that the online ride-hailing platform, as the creator of the transaction model, the drafter of the transaction rules, the selector of the relevant drivers, and the winner of the relevant economic benefits, should resolve consumer complaints as soon as possible as the preferred solution to resolve disputes. Not only from a legal perspective, but also from a business ethics perspective, it is not enough to develop the market and occupy the market itself. The most important thing is that enterprises should stand together with consumers consciously, learn to think from a different perspective, and further optimize their own complaint and dispute resolution process from the perspective of consumers.